P3CS8-1
In this tutorial you will learn:
- The advantages of using service partnerships to deliver customer service.
- Different channels of effective communication.
- Techniques for successful negotiations, and what to do when there is a conflict of interest.
Table of Contents
- Tutorial Video
- Reading Materials
- ‘Why service partners are important to business’ webpage from the Small Business website.
- ‘How to establish service level agreements’ by Naomi Karten.
- ‘Making partnerships with service users and advocacy groups work’ by Julie Gosling and Jackie Martin, published by Jessica Kingsley Publications.
- ‘Improving customer service through service level agreement compliance monitoring and management’ by Edge Technologies Inc.
- Presentation
- Good Practice Example
- Interactive Quiz
- Evidence Opportunities
- Extended Learning
- Click to read an example of a policy on conflicts of interest, by Lion Trust.
- Click on the link and read ‘The art of negotiating’ by Michael Sanibel on the Entrepreneur website.
- Click to read how service level agreements are designed and implemented at HEAnet.
- Find ‘Mastering business negotiation: A working guide to making deals and resolving conflict’ by Roy Lewicki and Alexander Hiam, published by John Wiley and Sons, and read: Chapter one ‘The negotiation imperative’ Chapter two ‘The Flexibility of the master negotiator’ Chapter three ‘Getting ready to negotiate’ Chapter six ‘Mastering the art of collaboration’ Chapter seven ‘Mastering the art of compromise’ Chapter eight ‘Mastering accommodation and avoidance strategies’N.B. You should be able to borrow this book from your local library.
- Think And Challenge
- Click to read ‘Future Service Partnerships: case studies’.
- Which of the service partnerships (as below) did you think sounded the most effective, and had the most positive impact on customer service delivery?
- Isle of Wight Council and Southern Vectis
- All partners involved in the Barnsley Building Schools for the Future project
- Birmingham Council’s and Capita
- Trafford Council and Veolia Environmental Services
- Peterborough City Council and Serco
- John Laing Charitable Trust, the Reading Agency, and V – a youth volunteering charity
- Which of the service partnerships (as below) did you think sounded the most effective, and had the most positive impact on customer service delivery?
- It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.
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